Currys

LooksCloudy

Hello all,

Our washing machine has become faulty after 1 week and we bought it from Currys online. When my partner visited the local store to see about a refund, the staff said there was nothing they could do until we called the manufacturer so an engineer can verify it is indeed faulty, get a code if it is and give that code to Currys' customer service. I dislike being fobbed off in this way, so I looked again online to see if I can return the item using Currys' "Why do you want to return, exchange or cancel this item?" wizard. Inevitably, I ended up on a page saying "Call the item's manufacturer to verify the fault & discuss your options". The call was made and an engineer will arrive in 2 days.

However, is it not the case that my contract is with Currys and not the manufacturer? Why is Currys doing this?

Cheers,

eskbanker

Your consumer rights are indeed with the retailer rather than the manufacturer, but it's not unusual for the former to direct you to the latter for technical expertise.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6653449/currys

Because it's easier for currys to get the manufacturers to inspect the item than having to maintain their own network of engineers that cover the whole country for all classes of products that they sell. Also means the inspection is effectively free for them. There's nothing in the CRA that says vendors can't contract out inspections.

MeteredOut

https://forums.moneysavingexpert.com/discussion/comment/81866863#Comment_81866863

And whilst it should really be the retailer arranging for the manufacturer to inspect the item, if the consumer wants a visit that suits their timetable, its often better to arrange it themselves.